WESTERN CAPEPREMIER’S SERVICE EXCELLENCE AWARDS Ms. Ntsietso Sesiu Social Capital Development 16 February 2009
BACKGROUND • The Premier’s Service Excellence Awards were launched in 2005 • To showcase and celebrate those units within departments who have managed to clearly indicate a comprehension and inculcation of the Batho Pele Principles in the way they deliver services to their internal and external clients. • To celebrate those that have displayed a culture of service delivery, service excellence, social cohesion and Ubuntu. • To recognize and reward community-based projects that made a contribution to Letsema in the Western Cape Province. • To showcase best-practice examples of the operationalisation of the provincial human and social capital development strategy.
Application Forms THE AWARDS PROCESS Written Evidence Moderator Assessor Final Shortlist Site visits Independent Adjudicators
AWARDS PROCESS • Independent adjudicators with knowledge on adjudication and assessment processes. • Previous experience in adjudication • Knowledge and understanding of Public Sector Policies and Service Delivery • Knowledge of Batho Pele, Ikapa GDS, Human and Social Capital Development Strategy • Training done with PwC tools. • Organisations/ teams nominate their projects or the project is nominated via various units of the departments. • There are three winning categories: • First prize - Gold trophy. • Second prize- Silver trophy • Third prize -Bronze trophy.
CHALLENGES • Lack of budget for the awards • Withdrawal of sponsors ( Standard Bank and Parmalat) • Lack of support from internal communications, which resulted in week marketing and communication of the awards. • Voluntary entry to the awards becomes a challenge as some departments do not participate in the awards at all. • Projects, unable to complete the application forms and compilation of evidence is poor. • None existence of specific or defined winning categories, • Incorporation of national and local government projects. • Sustained service excellence by winning projects • Follow-up mechanisms with winning projects
SUCCESSES • Over the past 3 year, quality of projects entered has improved • Sharing of best practice by the winning projects, through platforms of engagement, • Since inception of the awards inculcation of Batho Pele principles in nominated projects has improved gradually. • Forster of bridging social capital through strengthened partnerships, • Showcase, pockets of innovation and sustained service excellence • Introduction of feedback workshops with entered projects.
AWARDS LESSONS LEARNED • That the Batho Pele principles can not be the only criterion used to measure service excellence. • Internal vs external focused projects need to be measured differently so that we are able to measure apples with apples. Need to introduce winning categories • The tools used for the PSEA process need to be reviewed. • Improved buy-in and commitment from departments re: the appointment and selection of assessors and moderators.
AWARDS LESSONS LEARNED • There is a need for pre screening the projects before they went through assessment and moderation. • The Batho Pele learning networks must take forward its mandate of ensuring that the platform is strengthened for sharing of and replication of best practices and lessons learnt. • Appropriate initiatives be undertaken to market and communicate the PSEA. • Through the Khaedu deployment, managers should identify best practice examples and encourage officials to do more on the implementation of Batho Pele.
WAY FORWARD • The Batho Pele Revitalisation Programme be rigorously implemented in order to bridge the specific gaps identified through PSEA • Tools need to be redesigned in order for the developmental objectives of Ikapa GDS to be assessed. • Prior-training / support of interested projects on the use of the tool. • Introduction of Departmental Service Excellence Awards which will be coordinated in collaboration with the DotP. • PSEA becomes the highest accolade for service excellence in the province. • M&E Mechanism to be introduced, (e.g unannounced visits can be done with the winners) and Introduction of the right to strip a project of its award by the DG.